Assessment - Technical Support Representative

This assessment will help us determine your current level of knowledge in various subjects. Please refrain from using outside assistance as this is just a diagnostic to see what areas we need to focus on training. Most candidates score between 50% and 80% on this assessment. 


OSI Model

  • Layer 1
    Physical Layer: It defines the electrical and physical specifications of the data connection. examples include Ethernet, FDDI, B8ZS, V.35, V.24, RJ45
  • Layer 2
    Data Link Layer: provides node-to-node data transfer—a link between two directly connected nodes. examples include PPP, FDDI, ATM, IEEE 802.5/ 802.2, IEEE 802.3/802.2, HDLC, Frame Relay.
  • Layer 3
    Network Layer: provides switching and routing technologies. examples include AppleTalk DDP, IP, IPX.
  • Layer 4
    Transport Layer: provides transparent transfer of data between end systems, or hosts, and is responsible for end-to-end error recovery and flow control. examples include SPX, TCP, UDP.

What is the difference between private IP addresses and public IP addresses? (Extra credit, what are the private IP ranges?)

Networking Device: Switch

  • A switch is a layer 2 device that broadcasts packets to all devices on the network.
  • A switch keeps a list of what ports are connected to each MAC address and sends packets directly to the correct destination.

Networking Terminology: NAT

  • NAT is performed on a router in order to allow private IPs access to the internet by translating them to a public IP.
  • NAT short for Network Access Technology is a way to provide WIFI internet to any WIFI enabled device.

You have 6 network devices that need to be plugged in, but only 4 ports on the router.

If your router does not have enough ports for all equipment, you would use  to provide more ports. 

In what order should the network equipment go? (assuming the public internet is at the top)

  • ISP provided Modem
  • Router or Firewall
  • Switch
  • Computers and IP Phones

Which two are examples of wireless encryption? (Select two answers)

  • VPN
  • PPP
  • WEP
  • WPA
  • MAC

What does an assigned IP address of indicate?

  • The computer is configured with a static IP address.
  • The computer is using a dial-up modem.
  • The computer is being used as an Internet shared connection host.
  • The computer is configured for DHCP and cannot connect to the DHCP server.
  • The computer has been configurd to work with a Linux system.

Which is an example of a MAC address?

  • 2001:0:4137:9e50:1418:fe9b
  • 00-1F-E2-57-DD-A6
  • 00010001:01100110:11110000:01010000

Which type of connector is commonly used for CAT6 cable?

  • RJ11
  • RJ45
  • USB
  • SC
  • HDMI

Which command will reveal your Windows computer IP address?

  • ipconfig
  • xpconfig
  • configsys
  • ifconfig
  • sysconfig


What Protocol is most used to transmit voice communications across the internet?

  • TCP
  • UDP
  • ICMP
  • ARP
  • None of the above

Which of the following tools could be used to test latency to a specified endpoint? (Select two answers)

  • Ping test
  • Antivirus
  • Speed test
  • Traceroute
  • Vlan

What symptoms would you expect from packet loss on a voice call? (select two answers)

  • Echoing
  • Breaking up
  • Excessive background noise
  • Delayed audio
  • Choppy audio

What protocol is used to setup VoIP calls?

  • DHCP
  • RTP
  • SIP
  • TCP
  • PSTN

What is a softphone?

  • A phone that has software on it, such as Android operating systems.
  • A phone that is easy to transport because it can be dropped from heights without damage.
  • A program that acts as a VOIP endpoint and uses your device's microphone and speakers.
  • A very simple phone which can only be used to dial and answer.

Which of the following is NOT considered a VoIP protocol?

  • SIP
  • SS7
  • H.323
  • RTP
  • All of the above

Which of the following network characteristics is most commonly associated with an echo on a VoIP connection?

  • Connection latency
  • Packet queue delay
  • Signal capture and regeneration from link to link
  • Propagation delay
  • None of the above

What is the bandwidth minimum that most experts recommend for good VoIP call signal quality?

  • 16 Kbps
  • 56 Kbps
  • 90 Kbps
  • 256 Kbps
  • None of the above


What would you use to connect to a remote Linux server to perform administrative tasks?

  • A FTP client
  • A SSH client
  • VMWare VirtualCenter
  • Open the start menu and type CMD
  • A Keyboard

Linux: What command would you use to restart a service named "snmpd"?

The Linux CLI is:

  • An acronym for the Central Linux Index which hosts linux respositories
  • An interface that allows the user to type in commands and see the responses
  • The name of a program which provides Linux with a suite of VoIP testing tools
  • A graphical interface that allows mouse-based interaction with programs

What Linux command is used to remove files?

  • dm
  • rm
  • delete
  • erase
  • none of the above is the address of:

  • ISP (Internet Service Provider)
  • Localhost
  • Windows
  • Linux
  • None of the Above

What is a daemon?

  • It is a generic name for e-mail servers on Linux. The most famous one is mailer-daemon.
  • It is an antivirus for Linux.
  • It is a program that keeps running in the background after it is called, answering requests by users and other programs.
  • It is the generic name for any Linux server.
  • None of the above.